Service Desk Level II Analyst
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Job Description
Service Desk Level II Analyst providing second-level technical support and mentoring for DYOPATH. Collaborate with teams to resolve complex issues and enhance service operations.
Responsibilities:
- Provide second‑level support for technical issues involving desktops, laptops, printers, mobile devices, software, and networks
- Troubleshoot and resolve complex incidents, escalating when appropriate
- Identify and resolve underlying problems affecting IT systems and services
- Mentor and guide Level 1 analysts, assisting with incident resolution and skill development
- Ensure timely and accurate resolution of all technical issues
- Conduct follow‑up with customers or employees to support satisfaction and continuity
- Continue building your technical skill set through training, certification, and self‑directed learning
- Participate in special projects that enhance service delivery and IT operations
Requirements:
- Associate or bachelor’s degree in computer science or related field preferred
- Relevant certifications (or pursuing):
- HDI Support Center Analyst (HDI‑SCA)
- ITIL Foundation
- Microsoft 365 Certified: Fundamentals
- Microsoft 365 Certified: Endpoint Administrator Associate
- 2–4 years of experience in technical support, with at least 1 year in a service desk environment
- Strong customer service and communication skills, able to explain technical concepts clearly
- Proficiency with Microsoft Office, Windows operating systems, and advanced network troubleshooting
- Familiarity with ITIL or similar service management frameworks is a plus
- Ability to work independently and collaboratively to deliver exceptional service
- Excellent problem‑solving and analytical skills
- Ability to manage multiple tasks simultaneously and prioritize effectively
- Experience with remote support tools and technologies
- Travel to multi-sites required
Benefits:
- Savings / Monthly 13% cap
- Pantry Vouchers 9% deposited every month
- Christmas Bonus: 25 days of your daily income
- Vacations - 12 days after the first year
- Anniversary Bonus - 10 days of base salary
- Vacation Premium – 40% first year
- Major Medical Insurance covers you and your immediate family
- Life Insurance
- Quarterly Bonus
- Marriage or Bereavement Time off
- Maternity/Paternity Time off
- Ergonomic Chair
- 250 pesos monthly stipend for internet and electricity
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